Aloha Pools & Spas of Paducah

Dear Mr***,
Thank you for your patience as we researched this issue and listened to some recorded calls between you and members of our Executive Service teamSafelite's opinion is that our technician wasn't responsible for the damageThe wrap was applied over the edges of the moldings around your windshield and upon removal of the moldings the damage was inevitableHowever, one of the members of our Executive Service team did lead you to believe that we would cover the cost of the repairsTherefore, we will honor that
We did receive both estimates and we can offer you two optionsYou can have the work done by either vendor and Safelite will pay them for the workThe second option is to issue a check to you for the repairs based on the lower estimate, have you sign a release of liability and you can have the work done at your convenienceOnce you have decided which option you prefer, please let us know and we will move forward
If you have any additional questions or concerns, please feel free to contact us at ###-###-####

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Mr***,
I truly apologize for any inconveniences caused in regards to the damaged headliner on your Jaguar XJ
Safelite would be more than happy to view your vehicle again to determine if these damages were caused by us or notPlease be assured that any damages caused due to our
installation and workmanship; we will gladly cover it
A member from our Executive Services Team contacted you today on 9/16/to address this issueAt your earliest convenience, please contact us to schedule an appointment at ###-###-####
Have a great day!

Dear Mr***,
I’m very sorry that our attempt to repair the windshield damage on your Lexus RX wasn’t successfulWhile we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will react to the repair processOur notes indicate that we are accepting responsibility for the failed repair; we are willing to replace the windshield at no cost to you
If you would like to schedule an appointment please feel free to contact your local Safelite shop or you can reach our office at 866-212-
Again I do apologize for the inconvenienceWe appreciate your business with Safelite and look forward to getting you scheduled

The promised check has not been received.

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** *** ***

Dear Mr***,
I'm very sorry to hear of the damage to the "wrap" on your BMW At this time we have no record of receiving any estimate of the repairsIf you could please provide an estimate, we will be able to review it and let you know our decisionIf you have any questions, please
feel free to contact us at ###-###-####

Dear Ms***,I’m very sorry for any misunderstanding regarding the recalibration needed after the windshield was replaced on your KIA OptimaWhen the work was scheduled, the system prompted to add a line item for the required recalibration along with the cost of the recalibration
Unfortunately, until the technician attempted the recalibration, we had no indication that it would need to go to a dealerHad the technician been able to perform the recalibration, the cost would have been included on our invoice to your insurance providerIt’s my understanding that the technician did let you know that the dealer would need to perform the recalibration and your insurance company would cover the cost.Safelite is unable to include the cost of recalibration on our invoice when it needs to be done by a dealerThe dealership would provide their own invoice for the workInsurance companies are unable to pay different providers on the same claimTherefore, you would need to pay for the recalibration and submit the paid receipt to the insurance companyThey would likely pay for a rental vehicle but you may need to follow the same process for reimbursementHad you chosen to have the installation performed by any other in-network glass provider, you still would have needed to take it to the dealer for recalibrationHad you chosen to have the installation and recalibration performed at a dealership, you would have been advised that you would need to pay the full amount out of pocket and seek reimbursement from insuranceDealerships don’t agree to the rates that the insurance company will pay and they require payment from the customer.I do apologize that the process of recalibration and having insurance pay for it is causing you inconvenience and frustrationI assure you this wasn’t intentional

Dear Mr***,I'm very sorry that you weren't advised of the need for and the additional cost of recalibration for the windshield on your Lincoln MKSThe vehicle information and part number have been forwarded to our IT team for reviewWhen a recalibration will likely be needed, our system
should prompt scripting by a representative (or on screen through our website)While you may not be provided the exact cost of the recalibration as it varies, a disclaimer should be provided with an indication that the total price may change.Because you weren't provided with the information prior to the service, we are refunding the additional charge of $back to your credit cardYour bank or credit card company should return the funds to your account in about 3-business days.Again, I apologize for this errorI assure you this wasn't intentional nor is it consistent with our business practices

Attached is a copy of our warranty which includes the money back guarantee regarding windshield repairsThe specifics of which are: “We guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of the repair toward replacement”. Because the windshield cracked out during the repair process, we didn’t collect anything from you or your insurance providerAs a gesture of courtesy, we have offered to absorb $of your deductible if you have Safelite replace your windshieldYou will also receive a lifetime warranty from Safelite on the auto glass and the workmanship for as long as you own or lease the vehicleWe will not agree to pay any portion of the cost to have another company replace the windshield for you. As previously stated, most automobile dealerships don’t perform their own glass workIt is contracted out to a company that specializes in glass replacement, such as SafeliteAlso, if you would like the original dealer glass installed, that would require prior authorization from your insurance companyIf they deny the request, you would be responsible for the difference in price between the dealer glass and aftermarket glassThat would be in addition to the comprehensive deductible on your auto policy.Again, I’m sorry that the repair attempt wasn’t successfulIf you would like to take advantage of our offer to absorb $of your deductible, the replacement would need to be performed by SafelitePlease feel free to contact us at ###-###-#### to schedule the replacement

Dear Mr***,
I’m very sorry for the difference in the original price you were quoted for the back glass replacement on your Mitsubishi Endeavor and the correct cost based on the need to order dealer glassWe agree that you should not have to pay more than the $that you were
quotedBecause the actual cost of the installation is more than your $deductible, we will need you to contact us to file a glass claim with your insurance companySafelite will absorb the difference between your $deductible and the quoted amount of $The balance will then be billed to your insurance company through a glass only claim
Please give us a call at ###-###-#### to get the claim filed and to assure that you are only charged the $We appreciate your business and look forward to assisting you

I am rejecting this response because:First of all, Executive Services indicated to me that they have no ability to assist in this matter, and have consistently referred me back to the same repair shop that is now refusing to communicate to meI was not advised to take pictures of the damage prior to this pointHowever, this is clearly another attempt to unjustly pass responsibility back to the customerThe windshield in question was replaced by a local competitor's shop shortly after my adverse interaction with SafeliteThe unhelpful and disingenuous responses I am receiving from you are very indicative of Safelite's customer serviceThis is exactly what I have come to expect from this company
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am rejecting this answer because based on the pictures, technicians expertise and the original safelite technician who performed an incomplete test, and who would not take out the windshield since it would then be his responsibility. Also, in fixing the problem ( so far so good), the Chevrolet technicians did not correct any body sealsif it had been a body seal, that would have been done. The window technician did have to reseal the window where it was not sealed AT ALL. Safelite can stand behind that Chevrolet Technical Service Bulletin and say it was not their fault, but I disagree based on the above as well as past correspondence. I would like to thank you Revdex.com for your help in trying to resolve this issue. Please make sure that my complaint records lack of satisfaction with response, not lack of response. I do plan on printing out all the back and forth correspondence between Safelite and myself, to be used for further action.

The issue is still unresolvedSensor calibration WILL NOT resolve because the windshield installed covers over 50% of the cameraThe vendor did the exact same thing 1yr ago to my wife's Cadillac Escalade.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

I have NOT received any money from Safelite

The door shut and sealed before the safelite tech put the window inI can pull video of your tech bending my door frame if neededThe door and window opened and close just fine and sealed fine before ypur tech came and bent my frameI am not signing a release of liability to make me be quiet as to the bad service I gotI want the money refunded to my accountNot signing and having notarized a letter to release Safelite from negligent/incompetent damages to my carRefund my money and I will go else where to fix your mistakesThough it should be your responsibility to fix what you messed up
Regards,
*** ***

Hi ***I emailed Ms*** after I received this informationI emailed her a release of liability to sign on February 2ndI have not received the signed document from the consumer yetI emailed her again today to verify the mailing address and if the check should be payable to her or Mr*** Once I received the response with the signed release, I will be able to have a check sent out.?

Dear Ms***,I’m very sorry that our technician damaged your door panel while attempting to replace the door glass on your Jeep LibertyWe do have the replacement door panel in our Safelite location ready to install for you.It is fairly common for a window regulator to be damaged when door
glass is broken by vandals or thievesAfter several hours of research, I have also learned that the design and materials used in the Jeep Liberty regulators make them prone to failureIn fact, model years through were part of a class action lawsuit due to regulator failureImprovements were made in the through model years but they still tend to be more problematic than other vehiclesWith all due respect to the other auto glass company you contacted, the only way to test the functioning of a window regulator once it is replaced is to operate itWhether it has glass installed or not is irrelevantWhen you took your Jeep to the dealership to have the regulator replaced, they would have tested it before releasing the vehicle to youBecause there was no glass in the vehicle at that time, it would have been tested without glassYou may want to check with the dealership that replaced the regulator to see if there is a manufacturer’s warranty in place that would cover the need to replace it a second time.While I understand your frustration and I know that you have been inconvenienced on multiple occasions, Safelite is not accepting responsibility for the cost of the regulators or any cost incurred when you went for a second opinionWe do have the replacement door panel and the replacement glass available to provide service when you contact us to schedule an appointmentAs a courtesy, I can offer you an additional $discount off the cost of the window replacement for your inconveniencePlease contact the local Safelite shop or our Executive Service team at ###-###-#### to schedule the work

Your tech asked for help, and me assuming he knew what he was doing didNormally if someone comes out to do work on your house, and asks you to help them you'd help them, if the project is messed up you sue them amd get money back, and I am guessing tell others not to use that companyYou're telling me O have to sign a document saying not to tell anyone about my experience with SafeliteI will not let someone else go through the same crappy service as what your company did to my car and how you have treated meThe money needs to be refunded...and you need to revamp your customer service, safelite damaged my car and is not doing anything but blaming me for helping when asked to and saying it is my faultIf that is how you operate, I do not see why you are still in businessYes my door had a dent at the top, and base of window track, that fid NOT stop my wondow from rolling up or down, or door from shutting and sealingNor did it cause a bend in my door frame enough for me to stick my hand throughI want my money back, amd not I will not sign anything stating that I will not speak about the services recieved
Regards,
*** ***

ar Mr***,
Thank you for the estimate, pictures and additional information that you providedSafelite has agreed to pay to replace the damaged seat cover for your Honda CR-VWe have approved the amount of the estimate provided and if you need a rental vehicle, we will cover that cost as wellSafelite doesn’t cover any optional insurance or fuel charges, just the cost of the rental
A member of our Executive Service team left a message for you today advising of this information as wellWe look forward to hearing from you at 1-866-212-so that we can discuss the entire process, make payment arrangements with the Collision Center and set up a rental, if needed
Again, I’m very sorry for the trouble and the delay in resolving this issueWe do appreciate your business and wish you the best during this holiday season